M&S essentials
Sales Process
The NEC and you
Perfect Ticket
In the field
100
On Time to M&S is 15 minutes early. What is the ideal arrival time to our first call?
7:45 AM
100
According to M&S, when is the best time to write a thank you card?
Immediately after call, in van
100
What is the minimum grounding electrode conductor size for a 200 amp service?
#6
100
What signatures are required during a service call?
Diagnostic, Invoice, Payment
100
Per manufacturer instructions, what size breakers are allowed when installing an Eaton CHSPT2ULTRA Surge Protector?
50A
200
M&S technicians are allowed to wear what color undershirt when in uniform?
White or Dark Blue
200
M&S uses the term good/better/best to describe what?
How your estimates should be structured/flow
200
Properly grounding a residential home limits what? High Power, High Voltage, High Current?
Voltage
200
What percentage of tickets are expected to have photos or videos added?
100%
200
Name 3 of the 5 situations we pull a permit.
Trench, home run, 240 circuits, panel/service, restore power
300
How often should you wash your truck/van?
Every time at the office, or as needed
300
What are the 4 questions we ask during the pre-call?
Name? Address? Reason for call? Place to park?
300
What is considered "working clearance" around a panel?
30" or panel wide, 6.5' or panel tall, 36" outward
300
What do you do if a customer doesn't answer the precall?
Arrive at home, knock, inform office, give customer opportunity to reply(30 minutes), leave door hanger. Bonus, add photo of home to ticket
300
What is the maximum distance between residential receptacles?
12ft
400
Which direction should the M&S logo face when placed in front of a customer's door?
So the customer can read it clearly
400
Name two M&S approved examples of "giving the pickle"
Rolling in trash cans, cleaning gutters, picking up package
400
Explain 2020 GFCI requirement for kitchens
All receptacles serving kitchen countertops
400
We should provide at least ___ estimates
3 or more
400
Wire size needed for 7200W Oven?
10cu
500
How many canvas drop cloths should be stocked on your truck?
6
500
True or False, if a customer requests a change to an estimate after it has been approved, another signature is needed
TRUE
500
What is the minimum number of 20A circuits required in a dwelling?
Four. 2 small appliance, one laundry, one bathroom, garage if one exists
500
What are the three Wells Fargo Financing tiers?
12mo/no interest, 50mo/5.99%, 10yrs/9.99%
500
In one sentence, describe backstabbing and why is it not the best method?
Outlets with wires wrapped tightly around screws are less likely to have broken connections than wires stabbed into the back of the device
600
Describe the uniform footwear
Polishable and black
600
Give an example of an OPEN ended question that would help gather information from a customer
What are you doing when this happens?
600
What is article 230 in the NEC?
Services
600
List the waivers to get signed and when needed
Drywall, Landscape
600
What 3 common depths are required by code when installing trenched circuits?
UF - 24", Conduit - 18", 12" with GFCI protection and in conduit
700
How many uniforms are issued to each technician
13 shirts, 13 pants
700
When is the best time to handle an objection?
Before it is brought up by the customer/before the presentation by the technician
700
What circuit should be installed for this A/C unit?
#12Cu, wiring to support 20a, 30a circuit breaker
700
What is the best way to present an HCA with your estimates?
Include it in the pricing for your work
700
During a load calculation, general lighting load is ____ per square foot
3W
800
What is our Mission Statement?
To exceed our customer's expectations and provide a memorable experience
800
When and what should you write on a thank you card?
Immediately after the call, make it personal (something you and the customer discussed unrelated to the work completed)
800
Equipment Ground Conductors of Size ____ and Larger shall be permitted to be identified with green tape at terminations
4 AWG; NEC 250.119(A)
800
What information can you see on ST mobile dashboard? 4 of the 8 metrics
Opps, Opp Job Avg $, Conversion Rate, Revenue, Leads set, Lead conv rate, Membership conv rate, Customer Satisfaction
800
Describe ground rod placement for a residential home
8ft in ground, at least 6ft of part, shortest distance from panel as possible